Client Operations Lead

About The Role

Are you an influential people person looking to make a difference through your skills and working in partnership with an NHS Trust?

Do you have a 'can do attitude' and strive to build long lasting working relationships?

If you have answered 'yes' to the above, we would love to hear from you!

We have an exciting opportunity for a Client Operations Lead who will work as regional client operations lead within Doctors Direct, which forms part of NHS Professionals service offering, providing tactical, hands-on support and being a main point of contact for the Doctors Direct offering to client, doctors and internal stakeholders.

Working with colleagues from within Doctors Direct and NHSP Professionals account management teams, the post holder will play an active role in the client service development as well as improvement and enhancement activity linked to the growth of our overall Doctors provision.

You will be leading a team of 3 Trust Service Partners, so management experience is essential for this role. Additionally, the ability to build positive relationships with senior stakeholders and understand the Doctor provision is essential to the success of this role. It would be ideal for the successful candidate to be able to drive, as this role will involve weekly on-site visits.

You will be supporting with the following NHS Trusts:

East Kent Hospitals University NHS Foundation Trust, South London and Maudsley NHS Foundation Trust and Oxford University Hospitals NHS Foundation Trust.

Key Responsibilities:

• Working with the relevant internal and external stakeholders, take ownership and responsibility to drive the conversion of doctors’ placements into existing and new Doctors Direct contracts.
• Manage the team’s performance and development to ensure they have the tools, skills and training to deliver exceptional service.
• Manage and support Trust Services Partners and Flexible Worker Advisors with allocation of work and priorities.
• Coach and develop Trust Services Partners and Flexible Worker Advisors to exceed the requirements of their roles and help with their own career development goals.
• Ensure there is adequate cover on-site each day to meet all the needs of the doctors and booking coordinators.
• Develop and maintain strong organisational knowledge of Doctors Direct, NHSP and the NHS Trusts including contractual obligations and agreed performance metrics.
• Oversee and support the regional recruitment requirements across our partner Trusts to understand how Doctors Direct can fulfil and exceed targets.
• Coach and develop existing Trust Services’ teams regarding the Doctors Direct.

About The Candidate

To be successful in this post you will need:

• A background in Recruitment, on-site Account/Customer Management or other demanding client facing roles
• Experience managing or supervising a team
• An advanced ability to connect and communicate effectively with a variety of customers
• Experience in writing and contributing to business proposals or business cases
• Experience in data reporting, analysis and interpretation
• Experience in Complaint handling and conflict management
• Excellent face to face customer service skills
• Exceptional attention to detail
• The ability to deal with high volume internal and external customer enquiries and conflicting priorities
• To be able to travel to multiple Trusts in the region on a regular basis

About Us

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 27 days per year, plus bank holidays
• Flexible Working – we offer a range of flexible working options that include working from home or part time hours
• A commitment to talent management & development
• Star of the Month! - Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
• Pension – We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
• Life Assurance
• Group Income Protection
• Wellbeing Programme
• Employee Assistance Programme
• Employee Engagement & discounts platform

Our Commitment to You:

The Compelling Employee Journey is our people development initiative that ensures whatever your path through NHSP you have opportunities to feel empowered, engaged and excel in what you do.

Throughout your employment you will have access to our Institute of Learning (IoL) our blended learning platform providing with you with a wide range of blended learning solutions to personalise your Compelling Employee Journey, helping and supporting you to be the best you can be through learning, development and personal growth.

Our Candidate Promise:

We recognise that everyone is different and here at NHSP we want all of our employees to feel valued, appreciated and respected. Inclusivity is at the heart of our culture and we want our people to reach their full potential and enjoy their career with us. Our workforce diversity and experiences lead to innovation, collaboration and enables you to feel and be yourself. NHSP are committed to making reasonable adjustments to support your application process and your career with us.

We endeavour to respond to every application, however, occasionally due to the number of applications we receive we may close a vacancy early and it may take us longer than we would originally hope to get back to you. If you have not heard from us within 14 days, please assume that your application has been unsuccessful.

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.

We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employer by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.

Job Types: Full-time, Permanent

Salary: From £30,000.00 per year

Benefits:

• Company pension
• Employee discount
• Referral programme

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Beckenham: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reference ID: 3369